The role of offshore service desks in global business expansion

Global businesses are continuously seeking innovative ways to expand and remain competitive. One key strategy that has gained prominence is the integration of offshore service desks. These service centres not only offer cost advantages but also play a significant role in operational efficiency and market expansion.

Offshore service desks involve relocating or establishing a company’s service support operations in a different country, typically where operational costs are lower. This model focuses on providing essential services, such as it support, from a centralized offshore location.

These service centres operate on the principle of delivering round-the-clock support. Utilizing the ‘follow the sun’ model, they ensure continuous service availability by handing off tasks across different time zones. This system is particularly effective for businesses operating on a global scale, requiring 24/7 support.

Offshore service desks are primarily intended for globally operating businesses that need to maintain constant service availability. They are also beneficial for companies looking to reduce operational costs while maintaining a high level of service quality. This model is adaptable to various industries, especially those with a significant reliance on it support.

One of the primary reasons for integrating offshore service desks is the significant cost reduction it offers. By relocating service desk operations to regions with more favourable support costs, businesses can maintain high-value services at a lower expense. This approach is particularly beneficial for enterprises operating globally around the clock, where the ‘follow the sun’ model ensures real-time availability and cost efficiency.

Offshore service desks centralize operations, providing around-the-clock support. This setup is critical in handling recurrent it maintenance tasks and quick fixes, allowing the core business to focus on strategic growth initiatives. Such efficiency not only improves the quality of it support but also streamlines overall business operations.

The offshore service model extends beyond cost savings and operational efficiency. It plays a crucial role in helping businesses explore new markets and customer segments. Leveraging local networks and expertise, companies can forge new partnerships and expand their business reach, offering improved quality and value to clients.

Initially famous for addressing specific it challenges, offshoring has evolved into a strategic component for global business operations. Today, it’s essential for businesses to view offshoring as part of an integrated service model, moving beyond mere ‘out-tasking’ to reap its full benefits.

Incorporating offshore service desks is a strategic necessity for businesses aiming for global expansion. This approach not only ensures cost-effectiveness and operational efficiency but also opens new avenues for market expansion. 

To explore how these strategies can be tailored to your specific business needs and assistance in maintaining your offshore IT support, please contact ESG Global Services

London | Mumbai: +44 (0) 207 609 2800 | New York: +1 (0) 646 757 1645 | Email: [email protected]